Influence of fee collection procedures on various therapy process variables

Abstract

A rural outpatient mental health center attempted to improve the efficacy of its fee collection procedure by requiring payment for therapy sessions prior to their onset. The main purpose of the change was to increase the total amount of fees collected and potentially increase the number of cancellations with 24-hour notice and decrease the number of failed appointments. These variables were assessed longitudinally over a two-year time span. Results indicated that the change in fee collection procedure alone did not significantly influence these variables. Demographic and therapeutic variables were assessed to determine their relationships to number of cancelled and failed appointments. Several therapeutic variables served as significant predictors of number of cancelled and failed appointments. Frequency of contact was positively correlated with number of cancellations. Total number of sessions was positively correlated with number of failed appointments. Therapist type was significantly correlated with number of failed appointments. The findings indicated that paying for therapy prior to the session was not a more efficient payment system and that there were several therapeutic variables which served as efficient predictors of number of cancelled and failed appointments.Thesis (M.A.